IT Functional Assistant Newport, Newport, Wales
Job description
Now is a great time to join the SSCL family as we have once again been recognised as one of the UK's Great Places to Work for 2023.
We have a fantastic opening to provide first line support on one of our government contracts. The key functions of this role will be to respond to general IT queries raised by the client and process and maintain user access. You will provide a range of straightforward, routine services often as part of a team engaged in similar activities. Your primary function will be to manage incident and request tickets, before allocating to the relevant colleagues to resolve them.
If you have a technical background, that will be an advantage, but not absolutely vital. We would love applications from highly motivated individuals with passion for delivering world class customer service and a desire to contribute to the positive reputation of our business.
This hybrid role will be based from home on Monday Thursday Friday and from our Newport office on Tuesday and Wednesday with shifts covering the service desk across 08:00 to 18:00.
What you will be doing:
- Assigning IT requests tickets to the right colleagues to for them to resolve
- Process work in line with agreed procedures, business rules or scripts
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Processing work could include making calls, answering telephone, emails, queries, taking messages or processing transactions
Resolve queries, escalate as necessary (i.e. a team leader/manager/other group), and log if appropriate - Schedule and prioritise allocated work on a daily basis
- Maintain records for audit purposes.
- Ensure deadlines are met.
- Providing and distributing daily reports based on service metrics
What you will bring:
- An inert motivation to deliver a high-quality customer service in a professional manner, creating trust and confidence
- An excellent communicator who build and maintain strong relationships with colleagues and clients
- A drive to be an effective colleague who constantly displays dedication and flexibility
- Can work compliantly within set policies and procedures
- Able to work accurately whilst ensuring timely delivery of tasks
- Effective problem solver with excellent organisational skills
It would be great if you had:
- Information Technology based degree
- ITIL
If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!
Employment Type: Full-time, Permanent
Location: Newport
Security Clearance Level: NPPV2
Internal Recruiter: Mark
Salary: £22,145 inclusive of 3% flex fund
Benefits: 25 days annual leave with the choice to buy additional days, life assurance, pension, and generous flexible benefits fund
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Loved reading about this job and want to know more about us?
SSCL is a leader in critical business support services for the largest Government departments, Defence, Police and CITB across the UK. We provide digital solutions and Innovation and Advisory services to improve end to end employee services including HR & Payroll, Finance, Procurement, Pensions Administration and Resourcing Services - enhancing the customer experience, enabling smarter public services.
We employ more than 3,000 people who, with their in-depth client knowledge and our collaborative approach, sit at the heart of our business strategy. SSCL operates at size and scale across the UK Public Sector and has already delivered savings c£400 million - providing more funds for front line public services.
